IT Infrastructure Library
(ITIL)
The Central Computer and Telecommunications agency (CCTA) based in the
United Kingdom developed the Government Information Technology
Infrastructure Management framework during the serious economic downtown
in the late 1980’s to reduce costs and to better manage IT service
delivery (Sallé, 2004). According to Cater-steel (2006) the Office of
Government Commerce (OGC) manages the ITIL framework, which is an
independent office of the UK Treasury.
ITIL is the most widely accepted approach to IT Service Management, ITIL
also has an integrated approach required by the ISO/IEC 20000 that is
based on BS 15000, which was adopted by an ISO member during December
2005. As suggested by Praeg and Schnabel (2006) the IT-service
management framework consists of four levels: strategic, business
process, IT-service, and tools. ITIL has two different set of
components: service delivery, service support, we will focus on the
adoption of the service support levels as shown below in table1.
Table1 Description of core ITIL components (adapted from OGC 2006)